Integration Feature Set & Supportability.
The following features are supported with the NICE inContact & OpenMethods Integration on both Central and Userhub environments unless otherwise noted.
|Use Case||Supported Features||Additional Information|
|Agent Reason Codes||Not Ready Reason Codes||Information is pulled directly from inContact and displayed in the Harmony Media Bar.|
|Voice Interactions||Answer||Supported in both Media Bar & inContact Max|
|Hangup||Supported in both Media Bar & inContact Max|
|Hold/Retrieve||Supported in both Media Bar & inContact Max|
Refer to NICE Documentation here to enable/disable this feature.
See Call Recording to trigger via PopFlow Activity.
|When "masking" is enabled within NICE, the Media Bar will show recording options.
|After Call Work||
|Send DTMF||Supported while handling the call.|
|Email Interactions||Supported||Applicable if enabled within inContact|
|Chat Interactions||Supported||Applicable if enabled within inContact|
|User Data Functionality||
||The integration supports user data pushed from inContact into the OpenMethods platform.|
Non-Supported/Limited Integration Features
|Voice Use Cases||Non-Supported Or Limitations||Additional Information|
Set Phone Number and Set Station ID.
Currently supported Voice Connection is "Integrated Softphone".
|Blind Transfers||Not Supported||Not Supported in the Harmony NICE integration.|
|Mute||Not Supported||Supported by inContact|
|Pause Recording||Not allowed when the call is on hold.|
|Start Recording||Not allowed when the call is on hold.|
|Stop Recording||Not Supported||Once the recording is started it will be stopped when the interaction ends.|
|Hold Call||Not allowed when the call recording is paused.||Limitation|
|Direct Agent Outbound Call||Not Supported||Outbound calls directly to an agent.|
|Automatic Wrap-up and Disposition||Not Supported with Multi-Media||Currently unsupported with Email & Chat.|
NICE CXone RESTful APIs Support
The OpenMethods NICE integration is leveraging most of the Admin API, Agent API, & Authentication API.
Below is a breakdown of each API Set and our current Integration. Keep in mind that we are continuously improving our NICE Integration. Items currently not supported/integrated may be released in further product enhancements.
If you would like to open a Feature Request or have an Idea to share regarding our Integrations and Products, please check out our Feature Request Portal.
The Admin API is a collection of API calls that deal with system objects in the NICE CXone system.
|Admin API||Description||Integrated with Harmony|
|Address Book||Address Book Management||Yes|
|Contacts||General Contact Management||No|
|General||General Admin Management||Yes|
|Lists||Calling/DNC Group Management||No|
|Commitments||Schedule Callback Management||No|
|WorkflowData||Management of Workflow Data Profiles||No|
The Agent API is a set of method calls used to create, manage, and end "agent sessions". With an agent session, you are able to set the agent’s state and manage interactions (phone calls, chats, emails, voice mails, and work items).
|Agent API||Description||Integrated with Harmony|
|Agent Phone Management||Yes|
|Chat Contact Management||No|
|Email Contact Management||No|
|Personal Connection Management||No|
|Phone Call Management||Yes|
|Scheduled Callbacks Management||No|
|Agent Session Management||Yes|
|Voicemail Contact Management||No|
|WorkItems||Work Items Contact Management||Yes|
OpenMethods currently uses API Facade per the recommended authentication from NICE inContact. See more information here.
Additional Integration Information
Check out the following articles that go deeper into additional features and functionality between Harmony and NICE inContact.
- Media Bar Login & Logout (NICE inContact)
- Media Bar Controls (NICE inContact)
- Media Bar After Call Work & Dispositions (NICE inContact)
- Media Bar Digital Interactions (NICE inContact)